DoradoBet Casino - La cuenta del jugador se ha cerrado inesperadamente.

I received information about a VIP offer; they told me that if I deposited 400,000 colones and played 3.5 million colones in the casino games, I would receive a bonus of one hundred million colones.

I made the deposit and played several games; the point is that I also accumulated loyalty points from their store, which I redeemed and played.

Then there was another promotion: deposit one hundred thousand and they would give me a free sports bet worth 25,000 colones.

In the end, I had deposited 500,000 colones into the account and had more than 2 million colones counting the profits; I still have the proof.

I made a withdrawal of 700,000 colones, which was rejected, and minutes later my account was blocked and now I can't log in.

I contacted support and they told me it was under review by the loyalty store and that this could take months or years to resolve, which makes no sense.

I need them to at least return my deposits, because if they misallocated the loyalty points, that's not my problem.

I have proof of everything, including some times I received rewards with loyalty points.

I have a video showing the amount of money in the account, and when I was rejected and couldn't access any games, but it's too large to upload.

The support chat doesn't give me a concrete answer and they keep closing the chat on me.

Me enviaron información de una oferta VIP me dijeron que si depositaba 400 mil colones y jugaba 3.5 millones de Colones en los juegos del casino me daban un bono de cien millones colones.

realicé el depósito y jugué varios juegos el punto es que también acumulé puntos de lealtad de de su tienda los cuales canjeé y jugué

después había otra promoción de depositar cien mil y me regalaban una apuesta de deportes por 25 mil colones

al final en la cuenta había depositado 500 mil colones y tenía más de de 2 millones de colones contando las ganancias aún tengo las pruebas.

realice un retiro por 700 mil colones el cual me lo rechazaron y minutos después de esto me bloquearon la cuenta y ahora no puedo entrar

consulte por soporte y me dijeron que estaba en observación por la tienda de lealtad que esto puede tomar meses o años en resolverse lo cual no tiene sentido

necesito que al menos me devuelvan mis depósitos ya que si ellos asignaron mal los puntos de lealtad no es asunto mío

tengo pruebas de todo incluso de algunas veces que me dieron premios con los puntos de lealtad

Tengo un video donde se ve la cantidad de dinero en la cuenta, y cuando me rechazaron y no me dejaba entrar a ninguna juego pero es muy pesado para subir

en el chat de soporte no me dan respuesta concreta y me cierran el chat continuamente

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What games did you play to receive your loyalty rewards?
• Have you passed the full KYC verification at this casino?
• Have you made any successful withdrawals from this casino before?
• Has the casino specified if your account was suspended temporarily or closed permanently?
• What was the real-money balance in your account at the time the casino blocked it?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Clear

The games I played were various: Sugar Rush, poker, baccarat, and sports betting; all of them give loyalty points.

I've been doing KYC verification for months now.

I've made quite a few successful withdrawals, even as much as 400,000 colones. It's worth noting that there's a reason they made me a VIP player and sent me offers for high deposits to access other benefits.

They haven't told me if it's permanent, only that the review could take a long time and they don't have a set date.

The final balance was 2,252,000 colones

Claro

los juegos que jugué fueron varios sugar rush, poker, bacarat, apuestas deportivas en todas dan puntos de lealtad

si ya llevo meses con la verificación de KYC

he realizado bastantes retiros exitosos incluso de 400 mil colones, cabe destacar que por algo me pusieron como jugador VIP y me enviaban ofertas de depósitos altos para acceder a otros beneficios

no me han indicado si es permanente solo que la revisión puede tardar mucho y no tienen fecha establecida

el saldo final era de 2.252.000 colones

Dear Bomeac

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Bomeac for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask DoradoBet Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Are they simply not going to respond, and that's it?

simplemente no van a responder y eso será todo?

Dear Bomeac,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter